With the Utah Release, we've introduced multiple enhancements for Service Operations Workspace that enhance the ServiceNow experience for our agents and operators.

Modern Change Management in SOW

Change Management lifecycle in Service Operations Workspace ​

We are bringing one of ITSM's most used capabilities, change management, into the Service Operations workspace experience. This not only modernizes, but also accelerates change management with an elevated, data-driven experience.

Dynamic Overview Pages in Service Operations Workspace ​

To complete the change lifecycle introduced in SOW we provide knowledge workers with a modern change experience that is simple, intuitive, and driven by underlying state model​.

• For each change state, a context aware page will be dynamically rendered so the KW has a single-pane-of-glass that shows jobs to be done based on current state.
• The following states will be supported; New, Assess, Authorize, Scheduled, Implement, Review and Close. It will also support legacy or custom state models. The corresponding pages will be aligned to "jobs to be done” by state.

Enhanced Incident Investigation in SOW

Microsoft Endpoint Configuration Manager for Investigation in Service Operations Workspace ​

We have introduced a new adapter to facilitate incident investigation through retrieving relevant metrics and data using Microsoft Endpoint Configuration Manager (MECM) and viewing it in the context of an incident.

• Endpoint data feeds into Investigate tab, providing the agent info on what's happening with an endpoint, along with potential remediation suggestions.​
• View metrics relevant to the incident and CI in the context of the incident for Investigation​
• Visibility for when metrics exceed pre-set warning and critical threshold levels.

Note: This is part of the Investigation Framework (ITSM Professional) and will require the IntegrationHub Spoke for Microsoft Endpoint Configuration Manager.

Metrics from ACC in Service Operations Workspace in Service Operations Workspace

Manage your incidents effectively with contextual information and targeted actions.

• Added system information for ACC from ‘msinfo32’ and ‘dsregcmd’ commands as well as new ‘installed applications section’​.

• Additional system information to aid agents in the incident investigation process​.

Workforce Optimization in SOW

Workforce Optimization Integration in Service Operations Workspace

This integration with SOW will serve as one centralized location for users to view recommended course items, learning paths, and learning libraries to hone skills. It provides ability:

• To help resolve current work items faster, to show most popular learning and what learning my team is taking.

• For agents/ employees to access course item pages/learning path page/ learning library pages, and search and assign learning objects. These learning tasks can be shared and viewed with team leaders on WFO Manager workspace.

• To show learning based on highest demanded skills (based on the work item demand and skill coverage logic in the coaching module)

• To upskill and become an expert (e.g., move from SAP basic to SAP proficient to SAP expert) or

• To identify what skills are missing on teams based on demand and recommend learning fill gaps.

• To self-assign learning from the recommendations and collapse recommendation sections.

On-Call Scheduling in SOW

View on-call escalation tracking ​ in Service Operations Workspace ​

In Utah, we aim to continue to introduce features that allow you to manage your schedules and escalations as seamlessly as possible.

• Provide capabilities to search for an on-call schedule and view on-call roster and escalation details within SOW​

• New ‘On-Call Escalations’ tab added to contextual sidebar of record page, which allows users to view the real-time summary of live escalation and past escalations.​

Expert on-call enhancements ​ in Service Operations Workspace ​

• Enhancement to Experts On-Call tab that allows drill down into a user’s contact details and to start a MS teams chat​

• Quickly view an expert’s contact information or initiate a chat from their contact card​.

Interaction Management in SOW

Interaction management enhancements in Service Operations Workspace ​

• Quickly view contact information and start an MS Teams chat with the requestor.​

• Ease of use and improvement in SOW based on IDEA portal and customer feedback​.

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